Amazon A-Z Claims: Is Amazon Shifting the Burden to Sellers? Request for Advice Regarding A-Z Claim Decision
Dear Amazon Seller Community,
I’ve been an Amazon seller for around 14 years now & using PF 48 for all the deliveries , and in that time, I’ve encountered numerous A-Z claims. While these claims are nothing new to us, we’ve recently had a situation that has left us a bit confused, and we’re hoping to get some clarity and advice from fellow sellers or Amazon experts.
Historically, as long as an order was delivered on time and we provided tracking and signature confirmation, we could generally rely on that information to defend ourselves against A-Z claims. This has been our approach for years, and it’s worked well, particularly when tracking shows that the package was delivered and signed for by the customer.
However, today we received a new experience that left us questioning whether Amazon's A-Z claim policy has changed. Here’s the response we received from Amazon:
"The customer reported an issue with delivery. In this case, the tracking information indicates 'delivered', but the customer did not receive the package. Because you provided sufficient information that proves the order was actually received by the customer, we will not count the claim against your Order Defect Rate."
While we appreciated that the claim would not be counted against our Order Defect Rate, the situation has raised some questions for us. We did respond by stating that we are prepared to issue a refund as soon as the item is returned. Typically, Amazon has taken responsibility in cases where the package was delivered to the address provided and was signed for by the customer.
Now, we’re a bit uncertain: Is there a new policy in place where, regardless of delivery confirmation and tracking, if a customer claims they didn’t receive the item, the seller is automatically held responsible? We’ve always been under the impression that if the package was delivered to the correct address, signed for, and tracking confirmed it, then the seller was not responsible for claims of non-receipt.
Can any of you offer some advice or insights into this? Have there been any recent changes to the A-Z claim policy that we might not be aware of? And if so, what steps can we take to protect ourselves moving forward?
Looking forward to your responses and advice.
Best regards,
Smart Fashion
22 replies
Seller_76AUwmqvSyRIM
One would imagine that if there is a new policy, we should all be told about it. We have not.
The response from Amazon is nothing new, I’ve seen it mentioned before in those words but the key question is whether you have been charged for this A-to-Z. If you have, that is clearly a problem.
Was the delivery signed for by the customer in their name?
I’ve had many orders where the only name given on the order is a first name or even “home” or “office”. How the hell we are supposed to meet the policy requirement that the customer must sign the delivery beats me.
The A-to-Z team is a law unto themselves, it is truly shocking and unethical. The goalposts are not just moveable, they are liquid.
If you have been charged, definitely appeal.
Seller_5FDXsxtR9c2zC
Unfortunately, if the buyer claims they did not receive it and they did not sign for it you are stuffed, even if you have the GPS. an image of them standing at their open door signing for the package amazon will refund them, as we have had this several times and we have appealed it and lost because the customer is always right!!!!!
Seller_xOfLXos54ah5L
A to Z claims and appeal system is an absolute waste of time because it is deliberately designed to favour customers only. No matter what amount of proof you provide to A to Z team to prove your stance, decision is always made in favour of customer. And why is this so?? Amazon is not paying these refund from their own pockets, it is independent sellers like us who are suppose to bear this burden.
Seller_pvx82zrXMTSpX
Hello SmartFashion,
I am sorry to hear that this has happened.
The change you are inquiring about with these situations is the following ethically corrupt statement which was added without notice some time ago to Amazon's A-Z Guarantee policy, here (linked):
"In circumstances where the item has been delivered but not received by the customer, a Claim may be granted in the customer’s favour and debited from your account to preserve the customer experience."
Unfortunately not even a signature can protect us now as you have seen from the A-Z Team response, where they actually acknowledge that you have proved the item was "actually received by the customer".
I am waiting eagerly for a selling partner with enough financial power to drag Amazon through the courts over their negligence in enabling fraud. When this day comes, I am sure many, many sellers will have hefty claims for compensation.
The idea that Amazon can play God in this situation, especially when there is clear signature, tracking and GPS evidence is outrageous and extremely anti-competitive. It is obvious that they are pushing sellers to their own fulfilment services (FBA), where you might stand more chance of them taking the hit for actual delivery issues. I personally refuse to ever give them any more of my sales and money, and truly believe that this topic is something that the Competition and Markets Authority should also look at alongside the Featured Offer case.
Whilst it costs me more, I continue to send items Signed For as it deters dishonest customers from trying their luck and therefore reduces the amount of A-Z Claims for "Item not received". But I know that if a customer claims they didn't get it, I have a very high chance of losing out. Whilst it should not be this way, Amazon inspires customers to tap into their dark side.
If all facts point to the item being delivered be sure to report the customer to Action Fraud. All the best!
Seller_DfMOm9tgJKAex
I think its just a case the fraudsters are getting wiser.. the have learnt. that if they say its not their signature and they dont have the item then a claim will still be successful
Seller_ilgaUEocXXMqs
1) report the crime via action fraud
2) pass the Crime reference number and the A-Z case (screencap or print it out) to the courier, force them to investigate. they have to be pushed first.
3) when/if the courier concludes they did indeed deliver it in writing, you then have an open case against the 'buyer' for fraud...and it is a situation where couriers do blacklist these addresses (unfortunately they blacklist the person).
4) can someone tell me if amazon perma bans a seller for opening a legal case against a customer for fraud?
Seller_CtjwhmxNQjf3Y
I have just had an A-Z by buyer decided in 8 hours and filed at 11pm at night. The following morning buyer messaged to say they had the item (1 hour after decision). I appealed with full tracking and stated that in Amazon messages that the buyer confirmed they have it.
Guess what? You guessed it - appeal denied.
Emailed managing director and still no reply from them (apart from auto response) in 8 days.....
Seller_iwDZC5h1MCUbw
A common scam on Amazon, unfortunately you will foot the bill every time for an A-Z. SFP is really the only protection against these claims ( SAFE-T claim ). A-Z you are not covered at all.
We had a customer bought a SFP item and also a MFN item, both sent with DPD. Separate orders same address, proof of delivery for each item on different days. Customer claimed the items did not arrive, SFP order refunded, MFN went to A-Z. Buyer was refunded for both. A-Z basically told us to do one but SFP refunded via a SAFE-T claim.
The reason I am certain Amazon want everything as Prime so buyers must have a Prime membership. It is a massive scam, why can't A-Z offer the same protections as SAFE-T ?
Seller_GNZnVcGNo6mDw
What would happen in a situation if the customer left a note on the door saying deliver to an alternatve house number or address? The proof of delivery would be at the address the customer advised and not that of the customers
Seller_mK2CrQpB6N5yv
I came on this forum to see if any other seller was experiencing the same issue, and clearly I'm far from alone.
I cannot believe that amazon have the right effectively steal money from sellers when all of the proof shows that the order was fulfilled and delivered.
It occurs to me to wonder what would happen if more and more buyers were aware of this, and A to Z claims were inundated.
